Advanced CSV use

In the spreadsheet's worksheet called "WORKING DATA" we imported
the source data from the CSV (under the source data header), and
performed some initial calculations. Percentage of discussions that
have been responded to, and percentage resolved are good "general
health" statistics.

As you can see above, we included several other calculations,
such as average and median response and resolution times (both are
enlightening in this example -- the average is much higher than the
median, which means some items seem to fall off the radar for a
long time). For you folks out there with large corporate clients,
Angel investors, or Venture Capitalists to keep happy, we included
sample SLA calculations. Take a look at the formulas in the
spreadsheet to see how you can examine your performance against our
sample SLAs (1 hour response, 1 day resolution).

Further along, we also created 2 histograms to examine the
initial response times and resolution times for all of the
discussions in the CSV:

For these histograms, we chose to use non-linear bins, mainly to
see how our responses stack up against 1 hour or 1 day
goals.

Quite possibly the most enlightening chart we created is the
Average Initial Response by Created Day of Week chart. That's quite
a mouthful to say (or to type), but you can see below that issues
opened on Saturday or Sunday tend to have much higher initial
response times, with the times dropping fast through Wednesday and
peaking up again on Thursdays. This tells us we can improve our
times by focusing on Mondays and Thursdays with more
supporters.

An example you might wish to see is how are your supporters
doing, from an initial-response/resolution standpoint. Below are
example pie charts indicating which supporters have what share of
initial responses and resolutions.

You can also see opens/closes and resolutions by Day of Week and
Hour of Day in these charts. One indication in the Hour of Day
chart is that new opened discussions start ramping up in the
morning Eastern Time, a few hours before our LA and Portland teams
are getting up for the day.

There are several other charts in the spreadsheet, as well as a
lot of sample formulas (you will certainly be able to note that we
love the COUNTIFS function), and this is just scratching the
surface of the analysis you can perform on your exported CSV
data.